Alliance Data Card Services
It's fun to work in a company where people truly BELIEVE in what they're doing! Job SummaryThe Strategic Planning area under Workforce Management is responsible for the modeling of staffing requirements and ensuring appropriate levels of staffing in our Operations teams to meet business objectives. The Strategic Planning Sr Analyst will be responsible for development and ongoing administration of the long term and/or near-term capacity planning models which forecast volume, productivity, shrinkage and headcount needs to meet contractual Client goals as well as internal company imperatives. By applying advanced technical skills,
the Strategic Planning Sr Analyst manages and supports activities related to staffing models such as what-if and trend analysis, requirement gathering, cost/benefit analysis, process analysis and mapping/improvement projects. The Strategic Planning Sr Analyst also serves as a subject matter expert for assigned area of responsibility. Job Description Essential Job Functions Modeling, Forecasting and Demand Planning - Serve as a subject matter expert for assigned area of responsibility. Develop and evolve staffing models to forecast volume (inbound/outbound/back office), productivity, shrinkage, and attrition to produce a hiring forecast that effectively manages payroll while meeting all Client contractual service level agreements and organization goals. Leads detailed model requirement gathering and documentation with internal partners for new forecast builds and/or revisions. Provide downstream partners with an appropriate reforecast cadence, quantifying all strategy changes that influence staffing, day to day operational processes, or payroll expense. Identify and surface risks associated with execution of planned strategies. Develop risk mitigation strategies and make recommendations to WFM leadership. Works independently, determine priorities, meet critical deadlines and manage expectations. Understands complex business processes/technologies and question current workflow processes, making recommendations to enhance the business. Utilizes time management skills to balance different areas of work. Utilizes knowledge of Microsoft Office tools such as Word, Excel, PowerPoint, and Teams to execute daily work. Collaboration and Relationship Management - Resource coordination with Recruiting and Training to ensure flawless execution of hiring plan and update near term hiring changes, including actual starts, in staffing model. Resource coordination with WFM resources and Operations leadership to ensure flawless execution of daily / weekly / monthly staffing plans. Understand or model effectiveness of agent skilling, organizational strategies and real time response to managing planned and unplanned events in an effort to ensure effective utilization of resources to achieve business objectives. Establish and maintain relationships with operations leadership, strategy teams and any other functional area that influence changes to the owned models. Support medium to large scale initiatives aligned with strategies incorporated in the staffing models, coordinating WFM resources to align with business goals, as needed. Serves as a point-of-contact for general questions from senior leaders and utilizes excellent written and verbal communication to answer questions. Influencing and Data Interpretation - Provides recommendations to Leadership to address obstacles that stand in the way of meeting objectives, which can include call center service levels, caseload targets, occupancy, and shrinkage goals. Prepare ad hoc analysis to identify trends and actionable insights. Present analysis and recommendations to operations leadership with the ability to “tell the story”. Facilitate monthly/weekly business reviews for owned models, communicating staffing strategy and risks to Director and Operations manager leadership level. Monitor and analyze forecast inputs and assumptions to understand and anticipate trend changes and incorporate adjustments to future forecasting. Interacts with and presents statistical information to different levels of management in various functional areas. Process Documentation and Improvements - Creates and maintains documentation related to owned and newly developed models including but not limited to: Update Procedures, Strategy incorporation, Model Governance documentation. Create and maintain updates to upstream or downstream models. Identify control and validation points for owned models and process efficiencies for automation. Drive process improvement projects or re-engineering by documenting and analyzing forecasting methodologies and processes, working with operations, strategy leaders and WFM partners to identify gaps, plan remediation and define priorities and value. Aptitude for problem solving and generating analytical solutions/ideas. Results are detail oriented and accurate. Reports to: Lead or above Working Conditions/ Physical Requirements: Normal office environment. Direct Reports: N/A Minimum Qualifications: Degree Required: Bachelor’s degree Area of Study: Engineering, Mathematics, Statistics or Business Years of Work Experience Required: 5-8 years of experience Preferred Experience: Degree Preferred: Master’s Degree or Equivalent Experience Area of Study Mathematics, Statistics or Business Years of Work Experience Preferred 5-8 years of experience Type / focus of work experience preferred: Experience in a demand planning environment, analytics experience, preferably in workforce management analytics, Minimum six months experience writing SQL for data mining through a structured query language environment, Essbase experience, Exposure to Capacity Planning in a Contact Center and to a technically advanced operational environment, highly preferred. Education Requirements: Bachelor’s Degree (Required), Master’s Degree Certifications: Work Experience Five or more years Skills Budgeting and Forecasting, Call Center Workforce Management, Capacity Planning, Data Mining, Data Modeling, Demand Planning, Hyperion Essbase, Minitab, Process Documentation, Process Improvements, Project Management, Querying, Strategic Planning, Structured Query Language (SQL) About Alliance Data Card Services provides market-leading private label, co-brand, general purpose and commercial credit card programs, digital payments and Comenity-branded financial services. Using the industry’s most comprehensive and predictive data set, advanced analytics, and broad-reaching capabilities, Alliance Data Card Services has been helping partners increase sales and provide greater value to their customers for more than 30 years. Follow Alliance Data Card Services on Twitter, Facebook, LinkedIn and Instagram. About Bread® A division of Alliance Data, Bread is a leading digital payments company that works with merchants and partners to personalize payment options for their customers. Through its full-funnel recommendation engine, Bread empowers merchants to sell more, improve conversion and lift average-order-value. Follow Bread on Twitter, Facebook and LinkedIn. Alliance Data Card Services and Bread are a proud part of the Alliance Data enterprise, a FORTUNE 500 and S&P; MidCap 400 company headquartered in Columbus, Ohio with more than 8,000 associates worldwide. Alliance Data offers a competitive salary, a comprehensive selection of benefit options including 401(k). All job offers are contingent upon successful completion of credit and background checks. Alliance Data is an Equal Opportunity Employer. Alliance Data will provide accommodations to applicants needing accommodations to complete the application process. Any applicant offered employment will be required to establish that they are legally authorized to work in the United States for Alliance Data. Alliance Data participates in E-Verify. Alliance Data will consider for employment qualified applicants with criminal and credit histories in a manner consistent with the requirements of all applicable laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Job Family: Care Center Operations Job Type: Regular
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It's fun to work in a company where people truly BELIEVE in what they're doing! Job SummaryThe Strategic Planning area under Workforce Management is responsible for the modeling of staffing requiremen [...]
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